Technical Analyst 4-Support

Job Description

To manage and resolve Service Requests logged by customers (internal and external) on Oracle products and contribute to proactive support activities according to product support strategy and model

Owning and resolving problems and managing customer expectations throughout the Service Request lifecycle in accordance with global standards

Working towards, adopting and contributing to new processes and tools (diagnostic methodology, health checks, scripting tools, etc.)

Contributing to Knowledge Management content creation and maintenance

Working with development on product improvement programs as required

Operating within Oracle business processes and procedures

Respond and resolve customer issues within Key Performance Indicator targets

Maintaining product expertise within the team

Developing and maintaining expertise around Database Security and general IT Security issues

Maintain an up-to-date and in-depth knowledge of new products released in the market for supported product

Responsibilities

QUALIFICATIONS:

Bachelor's degree in Computer Science, Engineering or related technical field

8+ years of proven professional and technical experience in database, network or system administrator role.

Excellent verbal and written skills in English

Rotational weekend coverage is required

SKILLS & COMPETENCIES:

Strong Oracle Database Fundamentals knowledge. Able to comprehend and relate between Database objects, background processes.

SQL knowledge

PL/SQL knowledge

Operating system knowledge (Unix, Linux and/or Windows)

Desirable technical skills:

Strong exposure and hands on experience of Oracle Database High Availability features (RMAN, Backup/Recovery, Restoring, Hot/Cold Backup, Database Corruption)

Experience in Real Application Clusters.

Network administration

Understanding of Oracle Grid Control, or at least 1 other major (non-database) Oracle product (for example EBS, Weblogic, etc.)

Strong hands on knowledge in Oracle Data Guard

Awareness of DB Sharding

Personal competencies:

Desire to learn, or expand knowledge, about Database Security and associated products

Customer focus

Structured Problem Recognition and Resolution

Experience of contributing to a shared knowledge base

Experience of Support level work, like resolving customer problems and managing customer expectations, and escalations.

Communication

Planning and organizing

Working globally

Quality

Team Working

Results oriented

Disclaimer:

Certain US customer or client-facing roles may be required to comply with applicable requirements, such as immunization and occupational health mandates.

Range and benefit information provided in this posting are specific to the stated locations only

US: Hiring Range in USD from $30.87 to $67.88 per hour; from: $64,200 to $141,200 per annum. May be eligible for equity.

Oracle maintains broad salary ranges for its roles in order to account for variations in knowledge, skills, experience, market conditions and locations, as well as reflect Oracle's differing products, industries and lines of business.

Candidates are typically placed into the range based on the preceding factors as well as internal peer equity.

Oracle US offers a comprehensive benefits package which includes the following:

1. Medical, dental, and vision insurance, including expert medical opinion

2. Short term disability and long term disability

3. Life insurance and AD&D

4. Supplemental life insurance (Employee/Spouse/Child)

5. Health care and dependent care Flexible Spending Accounts

6. Pre-tax commuter and parking benefits

7. 401(k) Savings and Investment Plan with company match

8. Paid time off: Flexible Vacation is provided to all eligible employees assigned to a salaried (non-overtime eligible) position. Accrued Vacation is provided to all other employees eligible for vacation benefits. For employees working at least 35 hours per week, the vacation accrual rate is 13 days annually for the first three years of employment and 18 days annually for subsequent years of employment. Vacation accrual is prorated for employees working between 20 and 34 hours per week. Employees working fewer than 20 hours per week are not eligible for vacation.

9. 11 paid holidays

10. Paid sick leave: 72 hours of paid sick leave upon date of hire. Refreshes each calendar year. Unused balance will carry over each year up to a maximum cap of 112 hours.

11. Paid parental leave

12. Adoption assistance

13. Employee Stock Purchase Plan

14. Financial planning and group legal

15. Voluntary benefits including auto, homeowner and pet insurance

The role will generally accept applications for at least three calendar days from the posting date or as long as the job remains posted.

Career Level - IC4

About Us

As a world leader in cloud solutions, Oracle uses tomorrow's technology to tackle today's challenges. We've partnered with industry-leaders in almost every sector-and continue to thrive after 40+ years of change by operating with integrity.

We know that true innovation starts when everyone is empowered to contribute. That's why we're committed to growing an inclusive workforce that promotes opportunities for all.

Oracle careers open the door to global opportunities where work-life balance flourishes. We offer competitive benefits based on parity and consistency and support our people with flexible medical, life insurance, and retirement options. We also encourage employees to give back to their communities through our volunteer programs.

We're committed to including people with disabilities at all stages of the employment process. If you require accessibility assistance or accommodation for a disability at any point, let us know by emailing accommodation-request_mb@oracle.com or by calling +1 888 404 2494 in the United States.

Oracle is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability and protected veterans' status, or any other characteristic protected by law. Oracle will consider for employment qualified applicants with arrest and conviction records pursuant to applicable law.